The Impact of AI Powered Chatbots on Customer Satisfaction in E-Commerce – A Study of Online Shoppers in Virudhunagar District

Abstract

Based on research with online shoppers, this study investigates how AI-powered chatbots affect e-commerce customer satisfaction in Tamil Nadu's Virudhunagar district. According to the findings, the majority of users regularly shop online and make use of chatbots, which they particularly appreciate for their user-friendliness and fast response times. Answer accuracy was the main issue, but there were also notable difficulties in the areas of data privacy, personalized interaction, and answer accuracy. The study comes to the conclusion that while chatbots increase service efficiency, improving their accuracy, reliability, and ability to adjust to user needs is crucial for raising customer satisfaction in emerging digital markets.